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Open Access Article
1 - Ranking SERVQUAL dimensions by using of fuzzy hierarchical analysis techniques in the private banking industry (Case Study: private banks Fars Province)
Javad GeramiThe main objective of this study was to investigate the impact of service quality on customer satisfaction rate private banks Fars Province. Private Banking in the Fars Province, including banks, Pasargad, Parsian, Sinai, Ansar, Ghavamin, Iran zamin, Eghtesad novin, Sha MoreThe main objective of this study was to investigate the impact of service quality on customer satisfaction rate private banks Fars Province. Private Banking in the Fars Province, including banks, Pasargad, Parsian, Sinai, Ansar, Ghavamin, Iran zamin, Eghtesad novin, Shahr , Sarmayeh. The study period is the first half of 1396. For ranking of SERVQUAL dimensions including quality of service based on customer satisfaction, Fuzzy AHP technique is used. First, customer satisfaction criteria were compared with each other. Then the quality of service based on customer parameters (Schacht core services, the human factor index, the index system and social responsibility index) were compared. For this purpose, the information you need from the experts (professors and bankers) were collected. Boucher techniques used to test pairwise comparison matrix is incompatible. The ranking was determined that the dimensions of service quality responsiveness, reliability, assurance, tangibles and empathy impact on customer satisfaction. Conclusions are provided at the end of the article. Manuscript profile -
Open Access Article
2 - Gap Analysis of Service Quality from Bedridden Patient’s Point of view at Hospitals of Tehran Medical Sciences Islamic Azad University
farhad adhami mogadam mohammad sahebalzamani masoumeh rouhafzaIntroduction: Ever-increasing development of quality-oriented and customer orientation in health services, through continuous feedback of patients expectations and continual recovery of service presentation, is possible. Patient satisfaction can impact on compliance wit MoreIntroduction: Ever-increasing development of quality-oriented and customer orientation in health services, through continuous feedback of patients expectations and continual recovery of service presentation, is possible. Patient satisfaction can impact on compliance with suggested treatment and therefore impact on health outcomes. Methods: this correlation-descriptive study of 405 bedridden patients was done at 3 hospitals that are depending to Tehran medical sciences Islamic Azad University that were selected according to the available sampling. Information collecting tools was a questionnaire including of two parts demographic and questions measuring service quality (SERVQUAL). Results: The highest quality of hospital service in the perceptions of the reliability dimension was with 17.5 averages and the lowest percentage was related to tangibility dimension with the average of 12.84. The highest average of hospital services quality in the expectation part was related to Empathy dimension with the average of 21.12 and the lowest percentage was related to tangibility dimension with the average of 17.23. The gap between patients’ perceptions and expectations at hospitals depending to Tehran medical sciences Islamic Azad University equal to -19.9 units. The lowest gap with -2.52 unit related to service Assurance dimension and the most gap with -4.6 units related to Empathy expectations. Conclusion: For promotion of treatment health service quality, it’s necessary to establish a balance between services presenting and patient expectations. Suitable quality control is was to decrease of quality gap. Manuscript profile -
Open Access Article
3 - Impact of Service Quality on Customer Perception: An Empirical Study in India’s Post Office Savings Banking Sector Using SERVQUAL
S. VijayAnand M. Selvaraj -
Open Access Article
4 - Mobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)
S. F. Amiri Aghdaie F. Faghani -
Open Access Article
5 - Evaluating the Service Quality of Police + 10 Offices Using SERVQUAL
Sh. Nayebzadeh M. M. Fatahi ZarchThe purpose of this paper is to assess the quality of services delivered in “Police+10 offices” through the application of the SERVQUAL approach, which is an instrument for measuring service quality and identifying and analyzing the existing g MoreThe purpose of this paper is to assess the quality of services delivered in “Police+10 offices” through the application of the SERVQUAL approach, which is an instrument for measuring service quality and identifying and analyzing the existing gaps between the expectations and perceptions of those who receive these services. In this paper, we examine the extent of existing gaps between the expectations and the services perceived by the customers of “Police +10 offices” in each of the five service quality dimensions, and then ranking these service quality dimensions on the basis of their relative importance from the customers’ viewpoints. The present research method is applied in its goals and objectives, and is descriptive with regard to the type and nature of the issue, goals, and research questions. We used a surveying method to gather information. All customers of the “Police +10” offices in Tehran form the statistical population of this investigation. Of this population, a statistical sample of 283 people was selected; they were given a standard questionnaire, which is referable in international studies, and the data collected by statistical methods were used for testing the research assumptions. The results of this investigation showed that there are gaps in the customers’ expectations of services and services delivered to them by the “police +10 offices” in all five service quality dimensions. As to the relative importance of each of these dimensions, assurance was the most important dimension, followed in order by reliability, responsibility, and empathy. Tangibles were the least important dimension. Moreover, the largest gap between expectations and perceptions was in tangible dimension, and the smallest gap between these areas was associated to the reliability dimension. Manuscript profile -
Open Access Article
6 - Evaluating Melli Bank Service Quality Using the SERVQUAL Method
Sh. Nayebzadeh H. Dehghandehnavi M. R. FeizThis paper assesses the quality of services delivered in Melli Banks using the SERVQUAL approach. The present research examines the extent of existing gaps between expectations and services as perceived by the customers of Melli banks. Questionnaires were MoreThis paper assesses the quality of services delivered in Melli Banks using the SERVQUAL approach. The present research examines the extent of existing gaps between expectations and services as perceived by the customers of Melli banks. Questionnaires were distributed to 385 bank customers. Assurance was the most important dimension, followed by reliability, accountability, and empathy. Tangibles were the least important dimension. Moreover, the largest gap between expectations and perceptions was in the tangible dimension, and the smallest gap between these areas was associated with confidence. Manuscript profile -
Open Access Article
7 - An Investigation of Service Quality in Public and Private Banks Using Five Dimensions SERVQUAL Model
H. R. Saeidnia S. M. EshrafiThe main objective of this study, is the comparison of service quality between public (melli) and Private (Parsian) bank. Also, to recognize and rank the elements of service quality as viewed by customers using five dimensional SERVQUAL Model. For this re MoreThe main objective of this study, is the comparison of service quality between public (melli) and Private (Parsian) bank. Also, to recognize and rank the elements of service quality as viewed by customers using five dimensional SERVQUAL Model. For this reason, the population universe consists of the sampling method has used by Stage Sampling in order to obtain the information used in the standard questionnaire. Then we used parametric and non-parametric tests to analyze the data. Considering the final result in two dimensions, reliability and assurance, the Melli Bank attained better performance than did the Parsian Bank; further, in the three dimensions of tangibility, empathy and responsiveness, the Parsian Bank was recognized to have better performance. Manuscript profile -
Open Access Article
8 - Designing research service quality based on SERVQUAL scale
Shadi ShahverdiyaniAssessment and control of operations within the organization is one of the ultimategoals of management accounting process. In this context the various scientific toolsand models to suit the situation and operations of each organization is used.SERVQUAL model is one of t MoreAssessment and control of operations within the organization is one of the ultimategoals of management accounting process. In this context the various scientific toolsand models to suit the situation and operations of each organization is used.SERVQUAL model is one of the conventional and valid quality service models thatuse a standardized questionnaire that has been introduced by Parasuraman andZeithaml. Quality Assessment of Research Services to assess competitive ability andacademic research centers, including the issues that has been entered in this field.Paper, is the result of library research within the scientific methodology has beenimplemented and its purpose is design a tool for measure quality of research servicesin SERVQUAL model. In the context of the results of the study, assessment-basedresearch services quality SERVQUAL model, which includes design parameters andthe Research Service has been introduced Manuscript profile -
Open Access Article
9 - The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry (Case study: five star hotels Tabriz City)
jafar bahari شهلا بهاری مرجان بذله حامد بهاریpresent research aimed The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry in 5 star hotels of East Azerbaijan Including: El-Goli Pars and shahriar Hotels has been done in the summer of 1394. The data required f Morepresent research aimed The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image in the hotel industry in 5 star hotels of East Azerbaijan Including: El-Goli Pars and shahriar Hotels has been done in the summer of 1394. The data required for this research has gathered by questionnaire with available non-random sampling method through 5 stars hotels guests of Tabriz City. This research, in terms of purpose is functional and based on data collection, is descriptive survey. Also, It has been used structural equation modeling through the SMART PLS software to analyze data. Statistical population of this research has considered all guests of the 5 stars Hotels Tabriz City. Given that the population size is unknown from Cochran formula is used in order to determine the sample size. Provided results showing that Variables of service quality and customer satisfaction both have a positively significant impact on customer loyalty and brand image. and also impact of service quality on customer satisfaction is Positive and significant. and customer loyalty on brand image significant positive impact. Manuscript profile -
Open Access Article
10 - تحلیلی بر رضایتمندی مسافران از خدماترسانی سامانه اتوبوسهای تندرو(BRT) منطقه 3 کلانشهر تهران با رویکرد حمل و نقل پایدار شهری
صابر محمدپور دکتر مظفر صرافی دکتر جمیله توکلینیا -
Open Access Article
11 - Checking the Quality of Weld Inspection Using SERVQUAL Model and Importance-Performance Analysis
N. Adabavazeh M. Navabakhsh A. Adabavazeh -
Open Access Article
12 - Factors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model (Case Study: Resalat Bank of Kermanshah Province)
Peyman Akbari Abedin Darabi -
Open Access Article
13 - Performance Evaluation of IT Industries Using SERVQUAL, DEA and FMCDM
Alireza Alinezhad Ramin Hakimian -
Open Access Article
14 - Prioritization of the Effective Factors in Service Quality and Customers Satisfaction Using Grey Relational Analysis (GRA) Method
Seyyed Javad Iranban Somayeh Mohammadi -
Open Access Article
15 - Assessment of Citizens' Satisfaction in the city of Mashhad from Electronic Payment Systems of Mashhad Municipality using the SERVQUAL Model
saeid khayatmoghadam -
Open Access Article
16 - A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model
Hamid Bigdeli Rad Vahid Bigdeli Rad -
Open Access Article
17 - Assessment of Educational Service Quality in Campus of Technical Colleges of Tehran University from Views of Higher Education Students based on Servqual Model
زهرا شاه امیری محمدرضا کرمی محمد اصلاحیThis research has studied assessment of educational service quality in campus of technical colleges of Tehran University regarding views of higher education students based on Servqual Model. In this study, 346 higher education students were selected based on graded samp MoreThis research has studied assessment of educational service quality in campus of technical colleges of Tehran University regarding views of higher education students based on Servqual Model. In this study, 346 higher education students were selected based on graded sampling method in accordance with content using correlation descriptive research method. Standard Servqual Questionnaire comprising five-dimensional Educational Service Quality was used for gathering data. Research data were analyzed after gathering research questions and using T-independent and T-dependant test and one directional variance analysis. Research findings indicate that there is meaningful difference between tangible factors, reliability, responsiveness, assurance and perceived empathy expected from students. Students' expectations are beyond their perception of the current situation and their expectations haven't been met in any of these dimensions. Also there weren't any meaningful differences between demographic students' educational college.z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z Manuscript profile -
Open Access Article
18 - A conceptual model proposed for evaluating education quality at university
mohammad ataei morteza mousavi davood haghkhah roghayeh hasanzadehThis study aims to shed light on the educational and welfare problems faced by students at Islamic Azad University, Qazvin Branch, drawing on customer-oriented approach. The study is based on modified Servqual paradigm which covers 6 dimensions involving the MoreThis study aims to shed light on the educational and welfare problems faced by students at Islamic Azad University, Qazvin Branch, drawing on customer-oriented approach. The study is based on modified Servqual paradigm which covers 6 dimensions involving the quality of educational services and students' welfare services. Out of 6 hypotheses proposed by the study, 3 hypotheses were rejected . Those hypotheses indicating the significant difference were considered. The study uses surveying method and draws on an integrated model. Morgan formula was used to determine the sample size. As a result, 296 subjects were distributed in four colleges both randomly and in classified manner. To collect data, the study used questionnaire and interview which incorporated 7-option questions and inquiries regarding the perception and knowledge of current situation . The following inferential statistical methods were used: Freedman Test, Kruskal-Wallis Test, Wilcoxon Test. Manuscript profile -
Open Access Article
19 - Identification on the Relationship Among the Dimensions of Measuring of Logistics Service Quality in the Ttransport Companies in Iranian Market
Mahshid Ahmadi Ali BadizadehLogistic, which was considered by the public as a military technique, in the civilian realm has been formed of a set of various disciplines and fields. But in this article we lay stress on the aspects merely related to freight handling.Current research, in terms of its MoreLogistic, which was considered by the public as a military technique, in the civilian realm has been formed of a set of various disciplines and fields. But in this article we lay stress on the aspects merely related to freight handling.Current research, in terms of its purpose, is practical and in terms of data gathering method is a descriptive and surveying research. Using a questionnaire, the attitude of the subjects was examined and using the AMOS software, SPSS, we obtained descriptive and inferential statistics and SEM design. The results show that all five dimensions of reliability, tangibility, assurance, responsiveness, and empathy are related to each other. A remarkable point in this research is the negative relationship between the two dimensions of responsiveness and tangibility of services. With further research, the study has concluded that transport companies, despite the lack of or shortage of transportation equipment, by using lorries which aren’t in their own business possession , they meet their obligations and try to keep their customers satisfied and maintain their share of the competitive market. Manuscript profile -
Open Access Article
20 - A survey of service quality of the educational centers in Tabriz using servqual model and ranking educational centers using Analytic hierarchy Process
Majid Bagherzadeh Fatemeh BagherzadehThe main purpose in this study is to determine the gaps between students’ expectations and perceptions in higher education centers, in Tabriz (Islamic Azad University, Industrial Management Organization, Alghadir Non-profit Higher education Institution, Aras Non-p MoreThe main purpose in this study is to determine the gaps between students’ expectations and perceptions in higher education centers, in Tabriz (Islamic Azad University, Industrial Management Organization, Alghadir Non-profit Higher education Institution, Aras Non-profit Higher education Institution). For this purpose SERVQUAL scale’s generic questionnaire adapted for the higher education service sector and used to evaluate the gap of service quality. SPSS software has used for data analysis. Results of study indicate that, higher education centers in Tabriz, have not fulfilled the students’ expectations. The smallest gap is related to security and the biggest one to dimension of empathy. In addition, students have given most of the importance to dimensions of empathy and Responsibility. Also the results of EXPERT CHOICE show that Industrial Management Organization is the best and Aras Non-profit Higher education Institution is the worst of the centers in the service quality. Manuscript profile -
Open Access Article
21 - A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model
Heresh Soltanpanah Mansoor Khaksar Mohammad Kambiz GhasriThe present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their prim MoreThe present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several methods have been presented by the experts of this field in order to identify and measure this qualitative criterion and to convert it into a quantitative and measurable one. In this article, initially these methods were classified and reviewed, and ultimately, the gap analysis or servqual method, presented by Parasuraman and zeit Haml, was selected. To do this , a questionnaire was devised and surveyed based on the five gaps of service quality to measure the level of perceptions and expectations of the subscribers and service-applicants of Kurdistan Telecommunication Company .After we specified the statistical population and the sample size , the questionnaire was distributed among the subscribers’ and applicants. The results showed the presence of gap between the subscribers expected and perceived quality of the services provided by the company. Finally, some suggestions were presented to decrease and eliminate the gaps. Manuscript profile -
Open Access Article
22 - The joint SERVQUAL and hierarchical TOPSIS based on type2 fuzzy sets for assessment of quality services (Case study: the public transportation of service quality of sharekurd)
Ali dehghani Filabadi Amir saman Kheirkhah Hamid-reza AhadiThe SERVQUAL method is one of the most applied methods for assessment of service quality which have a hierarchical structure including a few main dimensions and a few items, which analyzes the distance between expectations and perceptions of received services for each o MoreThe SERVQUAL method is one of the most applied methods for assessment of service quality which have a hierarchical structure including a few main dimensions and a few items, which analyzes the distance between expectations and perceptions of received services for each of the items. On the other hand, the qualities of services are mental and concrete concepts which their indexes are determined in linguistic vocabulary with ambiguity. Therefore, in this paper a joint SERVQUAL and hierarchical TOPSIS method was assessed, and to deal with ambiguity of the data, the concepts of type-2 fuzzy sets were used. The proposed method for assessment the quality of services, the outline of urban transportation in Sharekurd including, bus, tour taxi and public taxi were used. The results showed that, altogether tour taxi has the highest level of service quality, and public taxi and bus were next respectively. Manuscript profile -
Open Access Article
23 - Service Quality Measurement and Investigation of Its Relationship with Market share Based on SERVQUAL Model (case study: Saderat Bank of Tabriz)
Mohammad Faryabi Mahmod MahmodiThis research attempts to measure the service quality and investigate the relationship between service quality and market share of Saderat Bank of Iran in Tabriz city. For this purpose, SERVQUAL model has been used which is the most reliable instrument to indicate and a MoreThis research attempts to measure the service quality and investigate the relationship between service quality and market share of Saderat Bank of Iran in Tabriz city. For this purpose, SERVQUAL model has been used which is the most reliable instrument to indicate and analyze the gaps between customers’ expectation and perception of their received banking services. To make our research more appropriate, “accessibility” was added as the service quality’s sixth dimension. So the quality of Saderat Bank of Iran services was measured through six dimensions: tangibles factors, reliability, responsiveness, assurance, empathy and accessibility. In this correlation research, 440 of Saderat Bank’s customers were selected by cluster random sampling and were administered by SERVQUAL questionnaire. Finally 400 questionnaires were correctly filled and data analyzing procedure started. The data were analyzed by descriptive analysis methods, Pearson’s correlation coefficient, correlated group T coefficient and multiple regressions. The findings of this research indicated that there was a significant difference between customers’ expectation and their perception in all of the service dimensions except reliability. Also there was a positive correlation between reliability, responsiveness and assurance with market share, and finally reliability was the most important predictor of Saderat Bank’s market share. Manuscript profile -
Open Access Article
24 - تحلیلی بر رضایتمندی مسافران از خدماترسانی سامانه اتوبوسهای تندرو(BRT) منطقه 3 کلانشهر تهران با رویکرد حمل و نقل پایدار شهری
صابر محمدپور دکتر مظفر صرافی دکتر جمیله توکلینیا -
Open Access Article
25 - ارزیابی کیفیت خدمات شهرداری از دید کارکنان بر اساس مدل SERVQUAL (مطالعه موردی : شهرداری شهرستان بوکان)
عادل صلواتی حبیب اله سالار زهی لقمان ابراهیمی -
Open Access Article
26 - ارزیابی دانشجویان از کیفیت خدمات تحصیلی در دانشگاه یاسوج: کاربرد مدل سروکوال
مهدی نوری پور زینب شریفیگسترش کمی نظام آموزش عالی بدون توجه به توسعه کیفیت، پیامدهای نامناسبی به همراه خواهد داشت. از این رو پژوهش حاضر با هدف ارزیابی دانشجویان از کیفیت خدمات تحصیلی در دانشگاه یاسوج با کاربرد مدل سروکوال انجام شد. جامعه آماری 508 نفر از دانشجویان کارشناسی سال آخر شاغل به تحصی Moreگسترش کمی نظام آموزش عالی بدون توجه به توسعه کیفیت، پیامدهای نامناسبی به همراه خواهد داشت. از این رو پژوهش حاضر با هدف ارزیابی دانشجویان از کیفیت خدمات تحصیلی در دانشگاه یاسوج با کاربرد مدل سروکوال انجام شد. جامعه آماری 508 نفر از دانشجویان کارشناسی سال آخر شاغل به تحصیل در سال 1397-1398 دانشگاه یاسوج بودند. بر اساس فرمول کرجسی و مورگان 220 نفر به عنوان نمونه با روش تصادفی طبقهای براساس رشته تحصیلی انتخاب شدند. جمعآوری دادهها از طریق یک پرسشنامه دو قسمتی شامل ادراکات و انتظارات دانشجویان از کیفیت خدمات آموزشی، پژوهشی و رفاهی انجام شد که روایی آن با استفاده از نظرات متخصصان حوزه مربوطه، پس از انجام اصلاحات مورد تأیید واقع شد و پایایی آن نیز با محاسبه ضریب آلفای کرونباخ تأیید شد. تجزیه و تحلیل دادهها با استفاده از نرم افزار آماری SPSSانجام شد. نتایج تحقیق نشان داد دانشجویان کمترین و بیشترین رضایت از وضع موجود را به ترتیب از خدمات رفاهی و خدمات آموزشی داشتند. همچنین بیشترین شکاف خدمات مربوط به ترتیب مربوط به خدمات رفاهی، پژوهشی و آموزشی بوده است. نتایج آزمون مقایسه میانگین حاکی از آن بود که انتظارات دانشجویان از خدمات آموزشی، پژوهشی و رفاهی به طور معنی داری بیشتر از ادارکات آنان بود. بنابراین لازم است ارائه بهتر خدمات آموزشی، پژوهشی و رفاهی مورد توجه مسئولین ذی ربط واقع گردد. Manuscript profile -
Open Access Article
27 - Data envelopment analysis in service quality evaluation: an empirical study
Seyedvahid Najafi Saber Saati Madjid Tavana -
Open Access Article
28 - Assessing students' satisfaction of the quality of library services based on SERVQUAL model: Case study of Islamic Azad University, Science and Research Branch
Hojatallah Hasan Larijani Farzin EtemadiObjective: The purpose of this study was to investigate the level of students' satisfaction with the quality of services provided in the Central Library of the Islamic Azad University, Science and Research Branch based on SERVQUAL model. Methods: The research meth MoreObjective: The purpose of this study was to investigate the level of students' satisfaction with the quality of services provided in the Central Library of the Islamic Azad University, Science and Research Branch based on SERVQUAL model. Methods: The research method is descriptive-survey. To determine the sample size using Cochran's formula, 381 people were obtained and through a questionnaire taken from Parsoman questionnaire. To determine the reliability of the questionnaire, Cronbach's alpha was used with 0.949 which shows the high reliability of the questionnaire. The data obtained from the collection of questionnaires were performed by SPSS22 software and statistical tests (t-test, Friedman test) and were prepared in the form of frequency distribution tables and graphs using Excel. Findings: The average component of tangible factors is 3.71, the average rank of reliability is 2.84, the average component of responsiveness is 2.07 and the average empathy rank is 1.38. Conclusion: It can be concluded that there is a positive and significant relationship between improving the quality of services provided and student satisfaction. The test results also showed that among the components of service quality, tangible factors have the greatest impact on improving the quality of services provided in the library. Manuscript profile -
Open Access Article
29 - Assessment of service quality of Astan-e Quds Razavi's libraries based on ServQual
Faramarz Soheili elham yari Aliakbar FamilrohaniPurpose: The purpose of this study was to evaluate service quality of the Astan Quds Razavi's libraries Based on ServQual Model. Methodology: The present study was done by survey analytical method. Research populations were all users of Astan Quds Razavi's libraries lo MorePurpose: The purpose of this study was to evaluate service quality of the Astan Quds Razavi's libraries Based on ServQual Model. Methodology: The present study was done by survey analytical method. Research populations were all users of Astan Quds Razavi's libraries located out of Mashhad. Using random sampling with proportional allocation, 382 persons were selected. The data gathering tool was ServQual standard questionnaire. T-test and ANOVA were used for data analysis. Findings: The libraries could not fulfill their user’s expectations in none of the qualitative dimensions except for the assurance. The maximum gaps were about the reliability and the minimum was related to replication. Among all libraries, Dargaz library had the best and Shushtar library had the lowest service quality. Conclusion: There is a negative gap in service quality in male and female point of view and in all levels of education; the amount of this gap was bigger in females' point of view and also in M.A degree. Finally, negative gap in the service quality libraries associated with Astan Quds Razavi was obtained. Manuscript profile -
Open Access Article
30 - Measuring and Priorities of service Quality with ServQual and AHP in Iran Khodro,s Training center
GH.A Poresfadan A.A SHojaie مهران SHiriDue to the intense competition,globalization and explosion of tecnology in recent years factors including quality have emerged as the dominating factors of competitive advantage.Companies currently must operate within a dynamic environment of fierce competition.To survi MoreDue to the intense competition,globalization and explosion of tecnology in recent years factors including quality have emerged as the dominating factors of competitive advantage.Companies currently must operate within a dynamic environment of fierce competition.To survive in this environment,the companies should improve thier products and services.Iran Khodro as the largest company in car industries in Iran needs to improve the quality of its products.For improving the quakity of products and services the companies,in general,must train thier staff.In this study the researchers aim to evaluate and prioritize the iran khodro,s training services. This research introduces an integrated method for measuring and prioritizing the service quality and the effective factors in Iran Khodro,s training center through ServQual and Analytical Hierarchy process(AHP).In this method ,first suitable factors for assessment of the service quality have been identified based on Servqual Model(customer,s option) and AHP to prioritize the fctors based on customer,s opttion to improve the future plans. Finally this research presents several suggestions for the other researchers who desire to investigate in this area and introduces practical suggestions to promote the service quality of iran Khodro,s training center. Manuscript profile -
Open Access Article
31 - A Study of Effective Factors in the Insured’s Satisfaction of life Insurance with the Use of SERVQUAL Model (A Case Study: Novin Insurance Company)
Ali Dehghani Ebrahim Abbasi A. Haji Baqer ZanjaniNowadays, the manufacturing and servicing organizations consider the level of customer satisfaction as an important criterion in measuring the quality of their work, and this trend is still rising. For the time being, because of the vital importance of insurance industr MoreNowadays, the manufacturing and servicing organizations consider the level of customer satisfaction as an important criterion in measuring the quality of their work, and this trend is still rising. For the time being, because of the vital importance of insurance industry in the growth and prosperity of the countries’ economies, the need for it is inevitable. Accordingly, in this research, we investigate factors affecting the insured’s satisfaction of life insurance with the use of SERVQUAL Model in Novin Insurance Company. This model is one of the most popular models that is used in the service sector in the field of quality assessment. The methodology of the research is descriptive-survey. In this study, sampling method is simple random and the statistical population is the insured of life insurance of Novin Insurance Company in Tehran city and the number of samples is 361 people. The results have been examined using Structural Equation Model and the data have been analyzed using SPSS software and SMART PLS. The results of this research indicate that the insured’s satisfaction of life insurance of Novin Insurance Company has not been affected by the physical dimension and that other dimensions of SERVQUAL Model have affected the insured’s satisfaction of life insurance of Novin Insurance Company. Also, research results demonstrate that in four dimensions of SERVQUAL model there exists a gap between the expected quality and insured’s understanding of the quality of services and that the largest gap is related to empathy and the smallest gap is related to reliability Manuscript profile -
Open Access Article
32 - Quality of Health Care Services Assessment Based on Patient Satisfaction According to the SERVQUAL Model in the Context of a Systematic Review Article
Ali Maher Alireza FelegariThe philosophy underlying the existence of hospitals is patients. Therefore, their needs supply and expectations are among the most important tasks of these centers. Patient satisfaction is considered as a reliable tool for reviewing and evaluating the quality of care r MoreThe philosophy underlying the existence of hospitals is patients. Therefore, their needs supply and expectations are among the most important tasks of these centers. Patient satisfaction is considered as a reliable tool for reviewing and evaluating the quality of care received from them. the research conducted in the field of quality of service survey, and satisfaction of patients in hospitals of the country. To this end, research has been carried out on the topic. There are several models to measure patient satisfaction. One of these models is the “SERVQUAL Model”. SERVQUAL is a reliable tool for qualitative evaluation of services. In comparison with other quality assessment methods, it has advantages such as adapting its dimensions to various types of service errors, the relative importance of its five dimensions in perceiving the quality of services by patients, and the ability to analysis on the basis of demographic characteristics and other fields. In the current study, a total of 20 articles related to service quality measurement based on the SERVQUAL Model were selected and reviewed. By measuring the level of gaps in each dimension of the Servqual Model and aggregating the results, the highest and lowest gaps in the five dimensions of the model were obtained demonstrating that the most significant gaps in the research studies were related to tenseness, empathy, assurance (reliability), accountability and trust. It seems that managers of health care centers can use the results of a constructive effort to reduce gaps and increase patient satisfaction. Manuscript profile -
Open Access Article
33 - effect of the quality of after sales services of Kia Motors Automobile Dealers in Tehran using the Servqual Model
ali shafiei mina jamshidiQuality service assessment is the prerequisite of the programming in order to qualitative improvement of the organizations’ services. Hence, the study of the quality in different aspects of the organization’s services from the consumers’ perspective ha MoreQuality service assessment is the prerequisite of the programming in order to qualitative improvement of the organizations’ services. Hence, the study of the quality in different aspects of the organization’s services from the consumers’ perspective has been the subject of many studies historically. Users of the organizations’ services have expectations about the received services, and the major key for the organizations to reach to the desirable quality of service is presenting the services and functions that are matched with expectations or even beyond the expectations of users. This study surveyed the quality of the after-sale service for Kia automobile manufacture, by using the SERVQUAL model, in Tehran. The statistic society of the current study was the owners of Kia cars. According to Morgan table, 384 questionnaires had been collected, and the collected data were analyzed by LISREL8.5, and SPSS20 software. The results showed that Kia agencies in Tehran failed to meet their customers' expectations. Manuscript profile
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